Explore all the key policies, guidelines, and essential information for using High Life Highland Libraries—from membership details and loan and stock policies to acceptable use rules, service standards, and available resources. Everything you need to make the most of your library experience is right here.
User policies and guides
A guide to using Highland Libraries
A simple guide to joining the library, borrowing items and accessing services across Highland Libraries.
Internet acceptable use policy
Read the library’s internet acceptable use policy and learn what’s expected when using our computers and Wi‑Fi.
Library and information service policy
Read the library and information service policy outlining how services are delivered, managed and supported.
Display of posters and leaflets
A Guide to the display of posters, notices and leaflets in High Life Highland libraries
HLH guest Wi-Fi acceptable use policy
Read the guest Wi‑Fi acceptable use policy outlining safe, responsible and fair use of library networks.
Reference stock policy
Information about how library reference stock is selected, managed and updated.
High Life Highland libraries terms & policies
Read the key terms and policies that explain how High Life Highland library services operate.
Borrower charges
Library charges
A list of Highland Libraries charges including audio book loans, photocopying and printing, inter library loans service and sales.
Charges for lost and damaged items
Lost or damaged in‑print items are charged at full replacement cost; standard fees apply to items that are out of print.
Customer service excellence
Customer charter
Libraries customer charter outline our commitment to providing a consistently high level of customer care.
How are we performing?
Information on the performance of High Life Highland libraries, including visitor statistics, and attendance at library activities.
You said we did
Improvements we have made based on customer feedback about our services.
Telephone mystery shopping
Libraries telephone mystery shopping report and action plan, part of our Customer Service Excellence standard process.
Non-user survey report
Report findings and action plan from HLH Libraries survey with non-service users conducted during March 2025.